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In theory CX makes common sense. It should be easy. But, actually driving a company-wide culture change to incorporate your customers into your business strategy is work that takes patience, courage, and grit.
Pressure for results - whether Quarterly revenue targets, long sales cycles, shifting employees, or competition - can leave even the most vocal CX champions falling back into familiar patterns that drown out the best of intentions. There is a customer experience framework you can use to create momentum, scale your efforts and shift your culture while improving performance ensuring that CX isn’t an either/or proposition. By defining the problem, creating connection, and empowering your teams, you create the momentum and the scale for sustainable change and tangible results.
Laura Balentyne, CCXP is responsible for leading the customer experience efforts at Microsoft UK. Before joining the UK team, Laura led the effort to improve the post-sales B2B Surface experience.
Marrying human-centered design with 20 years of B2B business acumen, Laura delivers innovative programs that resonate with customers and drive business results. One of the first in the world to be certified across all six-customer experience professional competencies, Laura is a sought after to deliver innovation workshops, CX program assessments, and CX leadership mentoring.
She credits her ability to walk the line between technology, business, analytics and empathy with her rigorous art history degree from Indiana University. She is a fierce advocate for STEAM education and diversity in technology.
Laura will be speaking at:CEW B2B LONDON